Guest Relations Executive

About the role

For a clinic serving founders, CEOs, and CXOs, the front desk is not a reception desk — it's the first and most frequent human touchpoint of a premium experience. The clinical work can be world-class, but if the first call, the first WhatsApp reply, or the first walk-in feels like a standard OPD, the brand breaks before the consult begins.

We're hiring a Guest Relations Executive who treats every interaction as concierge-grade: warm, polished, discreet, and effortless. You'll own the client's experience from first contact through every visit — booking, welcoming, coordinating, following up, and quietly making sure nothing falls through the cracks.

This is a frontline role with real ownership. You are not taking messages. You are holding the relationship.

Reporting & team

• Reports to: Location Lead / Operations
• Works alongside: Physicians, nursing team, marketing (lead handoff), data/operations
• Stakeholders: Clients and their families, clinical team, founder

Core responsibilities

• Be the face and voice of ALIV — in person, on phone, on WhatsApp, and over email
• Welcome clients warmly on arrival; manage a calm, premium, unhurried front-of-house experience
• Read the room: know when a client wants conversation and when they want efficiency
• Maintain the physical space to a premium standard — ambiance, refreshments, cleanliness, calm

• Own appointment scheduling and the clinic calendar (Google Calendar)
• Coordinate physician, nurse, and room availability across the day with zero double-booking
• Manage rescheduling, cancellations, and waitlists smoothly
• Send timely, well-written reminders and consult-prep instructions

• Be the first responder to inbound inquiries (calls, WhatsApp, DMs handed off from marketing)
• Answer general, non-clinical questions about services, process, location, and what to expect
• Convert qualified inquiries into booked consultations — warmly, never pushily
• Capture lead details accurately into the CRM and route clinical questions to the right person

• Own the relationship layer: follow-ups after consults, check-ins during protocols, gentle reactivation
• Anticipate needs — remember preferences, names, context (especially in dual-customer situations where the person paying isn't always the person being treated)
• Handle concerns and complaints with composure; escalate the right ones to the right people
• Be the client's trusted, friendly point of contact throughout their journey

• Manage check-in / check-out flow
• Process payments and issue receipts/invoices accurately
• Maintain organised, confidential client records and documentation
• Coordinate consumables, samples, and front-desk inventory with the clinical/ops team

• Be the connective tissue between client, clinical team, and operations
• Ensure consent forms are signed and filed before applicable procedures
• Brief the clinical team on incoming clients and any context that helps the visit go smoothly
• Coordinate across locations when a client is seen in more than one city

Required qualifications

• 2–4 years in front desk, reception, client relations, or guest experience — ideally in a clinic, hospital, premium hospitality (hotels), luxury retail, or concierge setting
• Excellent spoken and written English, plus Hindi and/or Marathi (location-dependent)
• Strong phone and written etiquette — clear, warm, professional, typo-free
• Comfort with scheduling tools, basic CRM, and Google Workspace / MS Office
• A genuine service orientation — you like making people feel looked after

Preferred qualifications

• Background in premium hospitality, luxury services, or concierge medicine — settings where the experience bar is high and the clientele is discerning
• Prior experience in a clinic, wellness centre, or healthcare front desk
• Familiarity with CRM and booking/payment systems
• Additional languages a plus

Who this role is for

Mindset more than CV. This matters more than the resume:

• You understand that a CXO's time is their scarcest asset, and you protect it — fast, accurate, no friction
• You're warm without being familiar, polished without being stiff, and discreet by instinct
• You're unflappable. A double-booking, an upset client, a VIP walking in unannounced — you handle it without the client ever seeing you sweat
• You're discreet with sensitive information by default. High-profile clients trust you because you never discuss one client with another, ever
• You take ownership of the small things — the follow-up that didn't happen, the reminder that didn't send, the detail someone forgot. You catch them
• You're a team player who makes the doctors and nurses jobs easier, not harder
• You know the line: you never give medical advice, never interpret results, never promise outcomes — you route every clinical question to the clinical team, warmly and immediately